Esophageal Cancer Patient Experience Statistics and Results

CTCA Patient Loyalty is Second to None

Cancer Treatment Centers of America (CTCA) routinely surveys CTCA patients to ask how likely they are to recommend us, which is an accepted measure of patient loyalty. Their answers are based on a scale of 0 to 10 where zero is least likely to recommend and 10 is most likely. When we subtract the number of patients who say they would not recommend us (detractors) from the number of patients who say they would (promoters), we get our Net Promoter Score® (NPS), which indicates the percentage of patients who are loyal to CTCA.

We have been surveying CTCA esophageal cancer patients for several years, and we have been calculating our Net Promoter Score among esophageal cancer patients since 2007. What we’ve found is that the vast majority – 96 to 97 out of every 100 patients – are very likely to recommend our hospitals to people they know.

When you consider that very few companies achieve an NPS above 75, you can see how unique CTCA is by how highly CTCA patients value their experience at our hospitals.

Net Promoter is a customer loyalty metric developed by and a registered trademark of Fred Reichheld, Bain & Company, and Satmetrix.

Patients Consistently Report High Satisfaction with CTCA Cancer Care

CTCA provides individualized and compassionate cancer care – the kind of care esophageal cancer patients tell us they appreciate. We know because we ask them how satisfied they are through weekly surveys and frequent focus group sessions, which help us know we’re doing everything we can to make their cancer care experience as positive as possible. And, when patients or caregivers identify opportunities for improvement, we do everything we can to make the changes they requested – frequently even before the patient leaves the hospital.

Results demonstrate that patients consistently rate CTCA hospitals very highly. In fact, for the past three years, 98% to 99% of CTCA esophageal cancer patients said they were mostly or completely satisfied overall with the care they received at our hospitals.

Percent mostly and completely satisfied overall with CTCA.

Patients Are Also Highly Satisfied with CTCA Physicians, Surgeons and Care Teams

As part of our commitment to transparency, we now report patient satisfaction rates with CTCA physicians and care teams, in addition to other patient experience indicators. In fact, CTCA is one of the only U.S. cancer treatment centers that routinely asks patients about their satisfaction with their medical oncologists, radiation oncologists and surgeons, and then publishes the ratings on its web site.

In 2011, CTCA esophageal cancer patients reported an average satisfaction rate of 96% with their physicians and surgeons, as detailed in the graphic below.

The same CTCA esophageal cancer patients were 94% to 98% satisfied with their care teams, as well.

Satisfied Patients Are Highly Willing to Recommend CTCA to Friends and Family

Patients who are highly satisfied with the care they receive at CTCA hospitals are also highly willing to recommend us. We call this patient loyalty, and to win it, we do thoughtful things to meet your needs. For instance, we handle every detail of your CTCA visit, from gathering your medical records to booking your appointments, and from arranging your transportation to reserving your accommodations. At CTCA, we want your focus to be entirely on healing.

For these reasons, 97% of esophageal cancer patients surveyed in 2011 said they would recommend CTCA to friends and family.

We’re Here for You

At CTCA, we understand you have important decisions to make about your treatment. Our OIS representatives are available 24 hours a day, every day of the week. Call us at 1-800-615-3055 or Chat Now to explore our esophageal cancer treatment program in more detail.

More:
Esophageal Cancer Survival Statistics and Results
Esophageal Cancer Quality of Life
HCAHPS Results
Speed of Care
Esophageal Cancer Survivors